Leeds City Council is deploying a new contact
centre feedback application to help improve its services to
citizens.
The city’s contact centre solutions partner,
Sabio, will deploy the Impact 360 customer feedback system from
Verint, which will enable citizens to provide immediate and
relevant feedback at a fraction of the cost of previous postal
feedback campaigns.
The new customer feedback solution will replace a number of
previous ad hoc feedback approaches and will allow the council to
assume internal control of customer feedback programmes for the
Contact Leeds operation.
Adam Quesne, head of customer development at Leeds City Council,
said, “When we assessed the performance of our postal surveys we
found that it was costing us up to £5 per survey, and it was very
difficult to do anything useful with the resulting data, like
linking responses back to actual calls, specific call types or
agents.”
He said, “With the new Impact 360 solution we will get immediate
feedback, the cost per survey will be in pence rather than pounds,
and we’ll be able to connect individual customer feedback to the
actual call recordings.”
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